Global Systems Support Analyst-Operations

CooperVision, a division of CooperCompanies (NASDAQ: COO), is one of the worlds leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com. Job Summary: The Global System Support Analyst- Evening Shift provides technical support of business-critical Distribution and Packaging systems globally. This person ensures that the different systems and equipment are providing the required service to the Operations teams for optimal productivity and availability. During a systems incident, he/she should be the interface between the Help Desk of the supplier and the operational team to find a resolution, acting as level 2 support (after super users and rework areas exception handling). He/she describes and analyzes the operational needs to improve or facilitate the operations. The Global System Support Analyst ensuresthat business continuity is always the highest priority. Essential Functions & Accountabilities: Run and review the daily reports for various groups, including senior management, to avoid any service diversion. Manage global incident queues by prioritization, ensuring resolution within standard SLA times. Author technical documents and knowledge, including system functionality, technical workflows, user guides for global end users and IT teams. Train the employees and operators on the system Work with the BSA teams testing and developing new development and process improvements. Create monthly KPI reports including incident trending with the goal to improve the global quality service. Propose and ensure the implementation of global operational improvements for process optimization and system performance. Provide support outside normal working hours during business-critical periods, including participation in an on call rotation. Ensure business continuity among the Operational main technologies and equipment (WCS, JDA, ASRS/OSR, other local site picking technology, packaging machines) During major interruptions, escalate issues and drive troubleshooting sessions with related vendors and other IT verticals (Networking, Servers, DBAs) Support operations in key processes in case of resource lacking Daily follow up on system integration reconciliation issues CooperVisions management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory andregulatory requirements. Qualifications Knowledge, Skills and Abilities: Technical skills Information Technology Needs to be fully familiar with the use of the relevant components of a WMS system, aWCS system, ERP system and packaging systems. Excellent knowledge in database querying with experience in SQL and Oracle environments Record Management To maintain all departmental records and forms in compliance with quality system Training Management To ensure operators are trained to the quality standard, recording training details appropriately on the Training Record Sheet Change control process use of Jira change management software Generic skills Fluent in local site language where located and English Information Management Providing timely information and advice to support supervision and management Behavioral skills Planning & organizing Results-orientation Collaboration Problem solving Decision making Continuous improvement/change orientation Accountability Work environment: Logistics environment. Evening Shift Experience: Strong experience in medium/big logistics companies (minimum 3 years experience) or inside the company. Education: Bachelors degree in computer information systems, logistics and supply chain management or in international business/relations; Or 2-3 years equivalent work experience Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $66, 336 and $88, 448 per year and may include cost of living adjustments. The actual base pay includes many factors and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits. LI-RK1 Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity Minimum Salary: 0.00 Maximum Salary: 0.00 Salary Unit: Yearly